Call Center Senior Analyst

NTT
Gurugram
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Communication","Coaching","Mentoring","Objection handling","Multitasking"]

Handle complex, high-value inbound/outbound sales calls and act as a subject-matter expert on the floor. Provide floor support, coaching, and mentoring to team members while monitoring call quality and delivering feedback. Support onboarding and training, handle escalations and critical cases, and track team and individual performance with reporting and dashboards for the US–Canada night shift.

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FursaFursa
NTT
NTT
1 month ago

Call Center Senior Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Handle complex, high-value inbound/outbound sales calls and act as a subject-matter expert on the floor. Provide floor support, coaching, and mentoring to team members while monitoring call quality and delivering feedback. Support onboarding and training, handle escalations and critical cases, and track team and individual performance with reporting and dashboards for the US–Canada night shift.
Location: Gurugram
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Handle complex, high-value sales calls.
  • •Provide SME support and floor support to agents.
  • •Coach and mentor team members.
  • •Monitor call quality and provide feedback; assist with onboarding and training.
  • •Handle escalations and critical cases; track performance and support reporting/dashboards.

Pay and Benefits

Perks:Health InsuranceVisionDentalRrspPaid TrainingEapDisability

Key Requirements

  • •3–5 years in international BPO/sales experience.
  • •Strong sales experience with telecom/BPO preferred.
  • •Ability to coach and mentor team members.
  • •Strong objection handling skills and excellent communication skills.
  • •Ability to multitask under pressure, including floor support and escalations.
Experience:BPOSalesTelecom
Skills:CommunicationCoachingMentoringObjection handlingMultitasking

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn